Two Sides Of Customer Service

More and more I think it’s comes as a shock to nobody that customer service in nearly every industry is getting horrifically worse year over year. At least, that’s been my experience. To counter this, customers are absolutely becoming more entitled, bitchier, and more aggressive at the same time. I suppose one could argue which is the catalyst for which – a chicken / egg situation, right?

Well, here’s a few experiences I’ve had over the past week which I think outline a lot of what’s wrong. I feel far too many people just let things slide, or ignore it these days. I don’t. I won’t put up with bullshit.

The Fox

This past Friday evening I had what could only be described as a situation that should have never happened. Some friends dropped into a local pub for a drink. I should note, this pub wasn’t just a “bar”. It was a Fox & Firkin style pub which then “turns into” some sort of night club on the weekends. This means loud music, a DJ, some people are dancing, some people in booths, and my party (6 people) sitting at a table in the back of the establishment (where, we were quite happy to be on the opposite side of the dancing and younger patrons).

My group arrived around 11pm, and I got there closer to 11:30pm. I ordered a beer, and asked for a water. Beer arrives, water does not. I proceeded to ask for water 4 more times over the course of the next hour and a half, but none was brought.

Ultimately, I spoke to another waitress who seemed shocked, then had water on our table in quite literally 30 seconds. Fabulous! So, what was the problem for the past 1.5 hours I wonder? As this waitress drops two large bottles of water on our table, our original waitress approaches and says “Is there a problem”, to which I reply “Yes, there is. You didn’t bring us water after requesting it 5 times over 1.5 hours”. She begins into her list of excuses. I simply told her “I really don’t care, nor want to hear it. The other waitress had it on our table immediately, you ignored us completely”. She continued her attempts at making excuses and I just told her “I don’t want to hear it, please leave us alone”. She continued. I said again “Please leave us alone now, I don’t want to hear it”.

Moments later a manager appears. This guy is built like a brick shithouse. The type of person who’s upper body is suing his lower body for lack of support. A super tight dress shirt, tight vest, and tattoos covering most of his body. He approaches in an aggressive manner saying “Who’s been talking to my waitress”. I identify myself and am immediately accused of yelling at wait staff. I explain the situation. He seems to be unsure of what to do next. I explain I don’t appreciate his aggressive tone. He approached in an accusatory manner, not an inquisitive one.

In a bar that’s almost entirely 20-somethings, we’re a group of 6 people who have come from the baseball game, some of us still with Jays hats on, all of us in our late 30’s or early 40’s. This is to say we’re not just some raucous drunk kids causing problems. In fact, none of us were even drunk (we can thank the weak drinks, most of which were undrinkably sugary for that – think blue koolaid, if they doubled the sugar content).

Anyways, I explain the problem to this manager fellow, and after he attempts to claim I’m the problem here, I refuse to back down, explain again, and he seems to get the picture now. We’ve had enough. We pay our bill and leave.

Escalations Begin

When I woke up the next day I was still a bit bitter about the whole experience so I left a Google review outlining in a bit more detail what I listed above. I receive a reply from an “Allison” asking me to email them, which I do. In that email I ask for a manager to call me so I can provide them the finer details of the experience. I receive a reply saying they’re investigating and will be in contact (ok, cool). I reply telling them that I appreciate the investigation, and reiterate that I’d like this to be addressed by a manager phone call.

Today I get an email from the General Manager. It’s completely dismissive. “We’re sorry you had this experience, blah blah blah, here’s $25, go away and shut up”. It’s the exact opposite of what I wanted. I don’t want a free meal, or my bill comp’d. I want their attention on this.

It’s Amazing What You Find When You Dig

Not only am I not feeling heard, I’m feeling swept under the rug – and that’s just not going to do. I notice there’s a different company CC’d on one of my emails. Interesting. I dig into it. Looks like they’re the parent company for the Fox on John, along with another “Fox” restaurant, and some side-hustle they’ve got going on where they sling smash burgers out of one of the kitchens acting as a “ghost kitchen” type setup for Uber Eats. Whatever.

Their contact info is more or less just driving people to a web-form. This isn’t good enough. I want to talk to someone. I call the restaurant – nobody can talk. I look into this other company and find it’s run by two guys, possibly brothers – Junior, and Pragash Sritharan. I dig through their social media and ultimately find a phone number hidden in a call to action button on Facebook. Cool. I call it. Junior picks up. Turns out it was a direct line to his cell.

Now, Junior isn’t aware of any of this – nor should he be – this is far below his radar. But, now I’m putting it on his radar. I explain the entire situation, and more important how his staff not only failed to defuse the situation, but escalated it at every possible step. When my initial complaint was being ignored and dismissed over water, then being accused by a manager, to having 2 more managers over email dismiss me and refuse to call – it creates a clear picture of a corporate culture of not giving a shit.

Junior tries to give me a couple placating lines, but I just cut right through it. I tell him I don’t want anything, I’m not after anything, but I am worried about what happened here. He doesn’t seem to be taking this all that seriously until I explain I witnessed multiple couples, or even 3-somes enter individual washroom stalls, and the washrooms weren’t monitored at all that evening. Why would more than one person enter a single washroom? It’s either sex, or drugs. Either way, both are a serious problem for a licensed establishment. Why isn’t this being prevented? Maybe one may get through the cracks, but in my 2 visits to the washroom, I saw 4 instances of this. That’s systemic.

With no oversight, and no security looking into the facilities, what happens when someone OD’s in a washroom? Or someone is sexually assaulted in one of those rooms? That’s a massive lawsuit, and would be a pretty serious hit towards their liquor license. He seemed to pay attention quickly. Gave me the usual speech of this isn’t part of their procedures, blah blah. Words are one thing, actions are another – and no actions were taken that evening. Now Junior is aware of the problem. That’s key, because if it continues, now they’re willfully ignorant to the situation.

In Contrast

Well, frankly I couldn’t give a single shit about some pub that caters to 20 year old coke heads and should they experience a rectal exam from an AGCO (Alcohol and Gaming Commission of Ontario) inspector, that would be their problem, not mine. The same could be said for Toronto Public Health.

So, I called and reported this all to both of them. Both agencies were more than happy to listen. They were attentive, took notes, and provided me a clear explanation of what comes next. I was provided with case numbers, timelines, and information. Incredible.

I needed to update the AGCO with some more information. Doing so was a breeze. Call a number, provide them the case number, give them the info, “Thanks, we’ve got it noted down”. This is how it’s SUPPOSED to be.

And, A Great Experience

I have a dental appointment in the next few days. I get an email and text message from the doctor confirming my appointment. Helpful. After confirming, I realize my appointment is at 3pm, but I also need to take my car into the shop, and I also have dinner plans that evening. My appointment is for a minor dental sugery and I wonder – how long will it take, and will I even be able to eat dinner?

I call the office, and immediately a receptionist picks up. They tell me exactly how long it’ll take, and tell me they’re unsure of the ability to eat later. But, they say “I’m going to ask the doctor, and I’ll get back to you within an hour or two”. “Great, that’s perfect”. “Do you want me to call you, or would you prefer I just email or text you the answer”. “Text or email would be perfect, I’ll be in meetings soon”. And, sure enough, they text me 40 minutes later with the info I need.

Incredible how that works.

What Now?

It makes us wonder – why is there such a gap between good and bad customer service. There just doesn’t seem to be a middle ground anymore. Should we be celebrating good customer service? I say no. That’s what we SHOULD be getting. Normalizing shitty service does none of us a favour. When people go above and beyond, let’s celebrate that. When people provide you dogshit and expect you to thank them, instead, fight back. Raise a stink. Cause them problems. Use your power as a consumer to disrupt their lives or businesses as much as possible. Actions need consequences and I’ll lay those consequences as much as I can to anyone who thinks they’re going to put forward the shittiest service ever, and think I’m just going to put up with it.

Fuck the Fox on John. It’s a shithole. Unless you’re a 20 year old with a raging coke habit who likes to rail lines off the back of dirty public toilets.